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Geisinger Health System – Danville, Penn.
Refunds to Dissatisfied Patients Drives Process Improvement

In 2015, Geisinger Health System piloted a patient refund program to encourage criticism, inviting patients to alert staff of areas they could improve. A year later, the program expanded to all 10 of the system’s hospitals. The effort is part of Geisinger’s ProvenExperience® program, which includes other initiatives, such as leadership rounding, uniform standards and respectful interactions with patients and families. Click PDF below to learn more. 

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